Senior WFM AI Forecasting & Capacity Planner

Gusto; Denver (CO); Hybrid; USD 98,000 - 129,000; Full time

Benefits offered by this job

Equity (RSUs)

Total Rewards benefits

Job summary

Gusto is seeking a senior, technically minded workforce management planner to design and scale AI-powered forecasting and capacity planning systems. You will lead the rollout across forecasting, scheduling, and intraday operations, building governance and data pipelines for predictive insights.

Reporting to Planning People Empower, you will influence planning practices across the organization and collaborate with Legal, Data, and Product to ensure compliant AI implementations.

Qualifications

• Demonstrated ability to adopt and operationalize AI tools in a WFM or contact center context.
• Experience building dashboards and interactive reporting for WFM insights.
• Strong analytical and data modeling skills.

Responsibilities

• Use AI to identify demand shifts and workforce risks before they impact operations.
• Connect AI insights to staffing, scheduling, and capacity planning decisions.
• Develop and maintain capacity plans and provide staffing recommendations for CX teams.
• Participate in on-call PagerDuty rotations for real-time incident response.
• Design scalable AI-enabled WFM workflows and data pipelines.
• Monitor forecasts and adjust models as demand evolves.
• Create governance frameworks for AI-enabled WFM workflows.
• Collaborate with Legal, Data, and Product to ensure compliance in AI implementations.
• Lead cross-functional AI initiatives for WFM planning and operations.
• Facilitate stakeholder meetings on forecasting and AI adoption progress.
• Identify risks to workforce capacity and devise contingency plans.
• Drive process improvements to boost efficiency and capacity utilization.
• Analyze data to identify gaps and opportunities within CX.

Skills

AI fluency

Forecasting

Data visualization

WFM planning

Capacity planning

Cross-functional leadership

Stakeholder management

Problem solving

Education

Bachelor's degree or equivalent experience

Job description

Gusto is seeking a senior, technically minded workforce management planner to design and scale AI-powered forecasting and capacity planning systems. You will lead the rollout across forecasting, scheduling, and intraday operations, building governance and data pipelines for predictive insights.

Reporting to Planning People Empower, you will influence planning practices across the organization and collaborate with Legal, Data, and Product to ensure compliant AI implementations.